Date Received: 2021-02-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2021 I made a claim to BB & T Enterprise Fraud Management department with my local XXXX, MD BB & T Branch. Bank employee, XXXX XXXX, of the XXXX branch helped me to fill out my ATM/Check Card/Electronic Check/Error Resolution form. The dispute that is of my concern is a case of fraud. On XX/XX/2021 I received an email from a person by the name of XXXX XXXX that appeared to be a faculty member from my university, XXXX XXXX XXXX XXXX County concerning a job offer for students to assist the Superintendent of the school. I was convinced that I was given the position and I was sent a check addressed to myself, XXXX XXXX in the amount of {$1800.00} from XXXX XXXX XXXX XXXX County. This was in the format of an e-check and the email came from a person impersonating another XXXX employee by the name of XXXX XXXX. I was told that this check amount included my first week paycheck as well as money to put towards the materials for working at home such as ; a laptop, printer, and rubber stamp. On XX/XX/2021 I was instructed by " XXXX XXXX '' that I needed to send via XXXX {$1000.00} to pay for the printer and laptop. I thought this was strange so I wanted to verify XXXX XXXX identity on my University 's website. I saw that she is an actual employee of XXXX ( XXXX XXXX XXXX ) therefore I was under the impression that I knew and trusted this person. XX/XX/2021 I sent a XXXX payment to an account under the name of XXXX XXXX ( I was told this was the company selling the materials ). I also contacted my University to learn that this indeed was a phishing scam and the emails did not come from the REAL XXXX XXXX. I later learned that the check was not actually from XXXX XXXX, as I later got in contact with the real XXXX XXXX through the email address of ; XXXX ( XXXX XXXX XXXX ) I reported this to my bank and had the fraudulent check disputed immediately, however the XXXX payment was already accepted by the recipient therefore I could not cancel the payment. I would like it to be noted that the XXXX payment was made after bank hours, therefore I had no way of contacting my bank to put a hold of the payment. I then made my dispute with BB & T to try to get my money back. On XX/XX/XXXX I also filed a police report with Officer XXXX XXXX of the XXXX Police Department under the Case # XXXX. On XX/XX/2021 I received a letter from BB & T Enterprise Fraud Managment that stated after an investigation they have denied my dispute and no funds will be deposited to my account as a result of the claim. XX/XX/2021 I called their department ( XXXX ) to learn the evidence that was used to resolve my claim. I was told that my claim was denied because the money was sent through a third party ( XXXX ) and therefore they do not offer any protection for consumers under these services and I will not be receiving a credit of {$1000.00} on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my loan with a wire transfer on XX/XX/2020. The mortgage servicer did not post the payoff until XX/XX/2020, costing me one day of interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2020 Suntrust debited my account for XXXX and transferred the funds to my parents account after my parents was already in contact with the bank regarding their account that was overdrawn due to fraudulent activity and the bank advised not to pay fees while it was under investigation. This left my account at a XXXX balance, my entire paycheck had been deposited. At this time that was the only money I had to pay my bills for weeks, I was diagnosed with XXXX and was out of work for the next two weeks without pay. I contacted the bank and they told me at first that I made the transfer myself then said it was internal but could not explain why at that time someone else explained it went to my parents account giving me all the details of their account and what happened which they should not have done. I explained that I had XXXX and the person was very rude and not understanding. My credit card payments were returned and now this is affecting my credit score I am just XXXX. My mother was able to get the return charges taken off my account however I still have a negative balance due to this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I open accounts with BB & T and had fraud and my card stolen at the time, went to the bank filled out paperwork and told I wouldnt have to do anything else. Left bank. One week later went to follow up and whole branch closed XXXX XXXX - XXXX, MD Branch this was 2016 Now they are on reporting XXXX XXXX and its fraud!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21012
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Im writing because we are customers of Suntrust for over 18 years. We even referred a few people to you including our son! We currently have two mortgages with them and have been trying to refinance them both since XXXX. Weve sent our information a few different times, and each time we reach out theres a different reason the re-fis havent been completed.Its always us reaching out for an update and this week were told we need to send all our information again. This is unacceptable. The last time we called they said they were waiting for HELOC information. My husband had a conference call with them and the HELOC bank. Theyre now asking for our information a third time. This is unfair, and Im not sure why were being mistreated like this. Its a bait and switch and they keep us hanging out there while our insurance and escrows went unpaid and lapsed. We had to call and get those corrected too. I want them to schedule closing for these immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Between the months of XX/XX/XXXX and XXXX of XXXX, my identity was stolen which resulted in fraudulent activity to occur. My personal information was compromised after my laptop was stolen which included my bank account information with Truist Bank formerly known as Suntrust bank. An unauthorized transaction was made, which resulted in an overdraft of my account. The account has gone into collections with XXXX XXXX XXXX XXXX XXXX Account # XXXX. I have made several attempts to get this incident resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. it has been well over 30 days and i haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the month of XXXX we mailed our mortgage payment but it was not shown as received, due to postal delays. We were advised to place a stop payment and make phone payment. We notified them of the stop payment and made a phone payment. They applied the phone payment and also attempted to cash the stopped payment. We requested a return of the overpayment. They removed this payment from our mortgage record but did not reimburse us. Our bank did not process the attempted cashing of the stopped payment. We waited for the reimbursement but eventually made a second phone payment to protect our credit rating. We have been in contact with SunTrust ( Truist ) bank since the middle of XXXX. We have been reassured on multiple occasions that the overpayment was being made to our bank, and later that it was being applied to our XXXX mortgage payment. The executive services department of the bank has begun as escalated case review as of the beginning of this week. Despite this we received in the mail today a notification of no XXXX payment receipt and that a late fee for XXXX was being applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60175
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage ( with Truist/Suntrust ( ST ) which is not in escrow for loan XXXX. I have never been uninsured at any time since procuring my loan and my insurance and mortgage are on autopay. I have excellent credit. My house was insured under XXXX Homeowners policy XXXX, effective and paid in full from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX, a new policy was secured from XXXX under policy XXXX, effective and paid in full from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX, I called my XXXX agent at XXXX XXXX, advising XXXX to cancel my homeowners policy effective XX/XX/XXXX. On XX/XX/XXXX, I called XXXX to add ST as mortgage carrier. Rep confirmed that ST was added to coverage. On XX/XX/XXXX, I received a letter from ST advising they do not have evidence of coverage. The HO expiration date noted in the letter was XX/XX/XXXX. On XX/XX/XXXX, I called XXXX, who assured me that ST had my policy confirmation on file. It was confusing, but since Progressive assured me that ST was included in coverage and it is very difficult to speak to anyone at ST.I, again uploaded my XXXX HO confirmation to the mycoverageinfo.com/suntrust. During conversation with a male Progressive rep on XX/XX/XXXX, I told rep that I received a bill, which must be in error, because my account is paid in full until XX/XX/XXXX and the charge reflects on my credit card. He checked and found that two Progressive HO policies were issued in error and I requested that Policy XXXX be cancelled. Apparently in error, I did not think to inquire to confirm that ST would be advised by Progressive of the change in account numbers for the HO policy. And, it appears that a cancellation notice was sent to ST. I am unsure of what occurred on the side of ST and XXXX. I guess that Progressive did not fix the error on the ST side, nor advise me to upload my coverage info to ST for active HO account XXXX. Shortly thereafter, I received a ST letter dated XX/XX/XXXX, advising that there was a one day lapse in coverage, XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX, I received a notice from XXXX that the erroneous policy was cancelled. Also on XX/XX/XXXX, I got through to speak to ST reps re the issues. Per XXXX, because there was a one day lapse in coverage, my account would be assessed {$4.00} for the one day lapse. I let it slide, because it was only {$4.00}. I was transferred to XXXX, who said I had active coverage, which of course, I did. I was then transferred to XXXX, who said that in 45 days after XX/XX/XXXX, I should call the mortgage department for an update. XXXX did not ask my policy number for XXXX or the active and inactive Progressive policies, though I did explain that XXXX canceled my HO policy a day prior to the XX/XX/XXXX date that the XXXX policy began. I did/could not foresee the issues that would spin-off from the XXXX and XXXX errors. Between XXXX to XX/XX/XXXX, I have received seven " threatening '' letters from ST and each time I have called or tried to call ST and/or, uploaded documents to the website. I have not received details for why the documents I upload are insufficient to satisfy the ST needs. If I was informed of the ST reasoning, I would certainly address the issues. Letter received dated XX/XX/XXXX, advising to update insurance info to website, which was done. Letter advised that ST would secure HO policy in amount of XXXX. On XX/XX/XXXX, I uploaded proof of insurance to the ST website. On XX/XX/XXXX, email from ST advised {$4.00} take from my account. Also on XX/XX/XXXX , ST XXXX checked for Lender Based insurance, reporting to me that there was no reference to Lender Procured insurance in my ST records re a {$1200.00} policy, but the {$4.00} was mentioned in prior notes. I was transferred to XXXX, who said call XXXX to get backdate Proof of Insurance confirming coverage for XX/XX/XXXX. The issues stemming from XXXX relate to the fact that my long term XXXX agent sold her book of business to an agent who is apparently horrible. He made many errors when I called him in XX/XX/XXXX to add a new vehicle. He so mismanaged adding the vehicle that I chose to take my business elsewhere, XXXX. On XX/XX/XXXX, I called my old XXXX agent and she gave me a phone number at XXXX that could address my issue. Calling the XXXX number indicated on old documents did not work, since the policy was canceled. On XX/XX/XXXX, at XXXX XXXX, I spoke to XXXX at XXXX, who appeared to assist with my confusing problem. He was astounded that XXXX, the XXXX agent rep, canceled my policy effective XX/XX/XXXX and there are no notes in the XXXX records of my call to the XXXX office to cancel the policy, ( which is gross negligence for an insurance agent/company. ) He said he would backdate a cancellation letter and send it to me. I executed a statement that there are no XXXX losses on XX/XX/XXXX and returned it to him. He further stated that he would mail me two Proof of Cancellation letters. When the XXXX letter was not received, on XX/XX/XXXX, I called XXXX, speaking to XXXX, who saw XXXX XXXX notes re cancellation. I got the impression that nothing was done by XXXX, because I was on the line with XXXX for 27 minutes. He assured me he would send me a cancellation notice effective XX/XX/XXXX, which I have received. The letter is dated XX/XX/XXXX, but reflects the backdate for coverage effective until XX/XX/XXXX. On XX/XX/XXXX, I could not speak to anyone at ST. I had uploaded the correct XXXX cancellation letter. My policy reflected on the XXXX upload page for ST as the cancelled policy dates of XX/XX/XXXX to XX/XX/XXXX, which blew me through that roof. Today, XX/XX/XXXX, I received a letter dated XX/XX/XXXX, with the header Second and Final notice please provide insurance information. I have uploaded documents to ST on the following dates : XXXX I called ST again and could not speak to a live person, though someone answered from home, and I could hear them moving around. I found an old ST phone number from two years ago, and was on hold for 20 minutes. At that time, I decided to file this complaint. ST is not working in good faith with customers when they make every effort to sabotage customer calls by not allowing their system to answer a call from a customer who is sent an Insurance is Insufficient letter. If professionals were allowed to speak with mortgage carriers, advising and discussing issues such as mine, it would help to alleviate confusion. Because ST is only sending letters and not discussing what's happening on the customer side, they are either grossly incompetent or grossly negligent. ST has an obligation to inform customers of information details that would be a benefit for both parties to know, such as the Homeowners account number that was issued in error by XXXX and the XXXX Cancellation notice, which was issued in error. I was wasting my breath calling ST to discuss my problems ; -because once a letter is issued, the IVR will not allow a borrower to discuss their problem with a CSR. -Notes made on the account mean nothing, because once documents are uploaded which could resolve the problems, no one is investigating and putting 2 + 2 together the information. I know. I used to be an investigator for a state agency. If ST has issue with a customer, they should call the customer to discuss the problems. Otherwise, it surely appears that ST just wants to sell some insurance. The fact that I contacted ST by phone and uploaded documents seven times, reflects that I tried to work with them in good faith. It took me since XX/XX/XXXX, to determine the errors made by two insurance companies and the problem is still unresolved. It is made to appear that ST has no interest in assisting and resolving customer problems. If they did, they would surely save a bundle to return to stockholders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On or around XX/XX/2021 I filed a complaint about unauthorized charges to my joint account. The specialist XXXX XXXX XXXX took a report and described the initial process. She explained that a claim would be issued. The claim number provided was XXXX. She also indicated that a copy of the documentation would be available to me via email. By the way, I never received the form. A follow up message was sent on XX/XX/2021 to XXXX requesting an update. The information provided indicated that the claim was being processed. There was a mentioned of correspondence being sent to explain actions. The facts as follows : 1. Unauthorized use of card by merchant to renew membership products. 2. Issuance of NSF fees due to XXXX 's approval. 3. Dispute made to bank 4. Bank makes determination without providing customer with sufficient evidence of an investigation and policy application. The amounts in question are : XXXX {$14.00} + NSF Fee ( {$36.00} ) XXXX {$39.00} + NSF Fee ( {$36.00} ) XXXX {$8.00} + NSF Fee ( {$36.00} ) The bank has sent threating letters and emails about closing the account. The frequency became overwhelming, almost every week. I consider these actions very oppressive and unethical. I will NOT close my account unless I am ready. It is your responsibility to respond to claims and disputes about banking matters. Lastly, I need to understand why are you deciding that my claim is not valid?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A